Claims Specialist II

Overview

If you’re passionate about helping people restore their lives when the unexpected happens, and providing the best customer experience, then our Mercury Insurance Claims team could be the place for you! We offer dynamic and challenging opportunities to those who want to make a meaningful impact.

With ongoing guidance and support, the Claims Specialist II takes the lead in guiding customers through the claims process. You will investigate and process claims for damage to vehicles and other property as well as moderate bodily injury claims.  You will focus on accurate and efficient claims to prevent unnecessary expense to the Company and policyholders. You will provide excellent customer service to ensure our customers have a positive experience and feel valued and supported.

At Mercury, we believe in nurturing growth, making time to have fun, and working together to make great things happen.

Geo-Salary Information

An in-person interview may be required during the hiring process

State specific pay scales for this role are as follows:

$XX to $XX (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$XX to $XX (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$XX to $XX (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

• Through varied contact methods, including phone calls, emails, texts, and letters, obtains information from involved parties, including witnesses, utilize law enforcement reports, and seeks out additional evidence such as dash cam or surveillance video to evaluate facts of loss and determine liability. 

• Thoroughly reviews and explains coverage as well as the claims process with customers. Sets reserves for anticipated expenses, arranges vehicle inspections and rental authorizations, and makes referrals to specialty teams as warranted.

• Researches and responds timely to customer inquiries and/or concerns throughout the life of a claim to ensure customer satisfaction and retention.

• Identifies and escalates files with more significant indemnity exposure or suspected fraud to supervisor for review/transfer for further investigation.

• Analyzes medical records to evaluate, negotiate and settle moderate bodily injury claims with both legal counsel for represented claimants and unrepresented parties effectively and fairly.

• Serves as the primary customer contact, coordinating with other departments during the lifetime of the claim to assure complete customer satisfaction.

• May work as part of a team serving the needs of common customers.

Qualifications

Minimum: 

• High School Diploma or GED

Preferred:

• Bachelor’s Degree 

Experience:

Minimum: 

• Customer service experience in a high-volume work environment

Preferred: 

• 6-12 months of claims adjusting experience

Skills and Abilities:

Minimum:

• Solid comprehension of basic principles and practices of Company policies and procedures upon completion of formal and informal Claims Training.

• Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work product in order to expedite a claims resolution.

• Has a passion for serving customers in their time of need.

• Possesses effective written and verbal communication skills to professionally represent the Company in multi-channel correspondence with customers, claimants, law offices, and other insurance carriers.

• Independently makes high-quality claims adjusting decisions.

• Collaborates well with others. We are one team with a common goal.

• Ability to build rapport, has emotional intelligence.

• Views conflict resolution as an opportunity.

• Has self-motivation and accountability while working remotely.

• Demonstrated proficiency with MS Office products (Outlook, Word) and claims related software.

• Must have dedicated workspace that is free from distractions.

Preferred:

• Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology.

• Takes ownership of any process they can improve.

• Assumes positive intent in all interactions.

• Seeks growth within and beyond this role.

Physical Requirements

Continuously (66%-100%):• Must be able to maintain a sedentary position for extended periods.• Must be able to communicate (electronically and telephonically) with team members, customers, and external parties.• Must be able to operate and type on a computer, laptop, and/or other Company-issued electronic device for extended periods of time.• Must be able to access and operate Company computer system, including preparing documents, entering data into computer system, and reading documents from a computer database or email system.Occasionally (Up to 33%):• Must be able to bend, stoop, reach, climb, and/or stand to access files, documents, and other equipment.• Must be able to grasp, open, and close drawers, filing cabinets, and other equipment.

About the Company

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

Perks and Benefits

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Pay Range